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Team Leader

4 months ago

Umhlanga, KwaZulu-Natal, South Africa ICONAF Full time

JOB SUMMARY

Responsibilities & Duties


Responsible for daily management of the Vici-dial system, including but not limited to list management, creating and tracking adherence metrics, planning and scheduling of short and long-term staffing in the call center.

Managing campaigns on the dialler respectively to the dialler levels, campaign rules, hooper leads and data. Consistently liaise with the campaign management on a daily basis adhere and understand campaigns within the business.

You must have a strong personality and experience managing call center technology and in workforce management, ability to think outside the box is crucial.

Must be a team player with strong interpersonal skills.

Job specification:

  • Create dialling strategies and campaigns in line with company strategy.
  • Liaise with the technical support team regarding dialler irregularities and maintain a high level of customer service.
  • Implement, control and evaluate calling strategies on the predictive dialler
  • Campaign monitoring and troubleshooting
  • Ensure compliance is continuously followed by communicating with all supervisors and managers.
  • Provide adhoc duties to the dialler contact centre environment as delegated by management.
  • Reporting and analysis on dialler performance
  • Analysing reports by interpreting results and by making additional recommendations
to increase dialler performance - Manage relationships and expectations with various
campaign managers.

  • Debrief and review campaigns from a dialler perspective.
  • Onthejob training will be provided.
  • Dialler processes are to be provided when required at all levels within the call centre.

Job Requirements

  • A Graduate
  • With advanced Excel skills
  • Minimum of 1 years' experience in the interpretation of call centre analytics is an
added advantage.

  • Proven record to effectively analyze business data.
  • Knowledge and experience in using a dialler system
  • Basic statistics knowledge
Application Deadline: 2023/08/19